OUR SERVICES
Understand what matters. Know what to do next.
Market and social research, service reviews and practical consulting to help you understand the people you serve and make informed improvements.
We work with social housing providers, businesses and membership organisations, tailoring every project to your questions, priorities and resources.
Market & Social Research
Get a clearer picture of people’s experiences
Whether you need to understand tenant satisfaction, explore customer experiences or hear from your employees, useful research starts with the right questions.
We design and deliver research that helps you understand what’s working, where experiences fall short and what deserves your attention. You receive clear analysis and practical recommendations to support your next decisions.
“Their work is helping us understand trends and provides better insight as part of our journey in improving services to our tenants.”
Business Consulting
Turn understanding into practical improvement.
Knowing where a service needs attention is an important first step. Deciding what to change can take further investigation, collaboration and testing.
We help you explore the causes of service challenges and develop practical responses. You can bring us in following a research project or work with us on a specific issue independently.
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Understand why a service is performing as it is and where improvements could make a difference. We bring together customer and employee perspectives, existing evidence and further research to assess the service and recommend next steps.
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Shape services around the people using and delivering them. Through customer journey mapping, idea development, prototyping and testing, we help your team explore improvements before committing significant resources.
Support can range from a focused 90-minute session to a project delivered over several weeks or months, depending on what you need.
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Create space for your team to explore challenges and develop ideas together. Our approaches include LEGO® SERIOUS PLAY®, delivered by a certified facilitator, to help participants challenge assumptions and find new ways forward.
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Understand what a project has delivered and what can be learned from it. We evaluate externally funded projects, bringing together evidence and participant perspectives to assess their contribution and inform future work.
OUR PROCESS
How it works
Tell us what you need
We'll take time to understand your organisation, your audiences and the decisions you need to make.
01
Agree the right approach
Well recommend a tailored approach that fits your goals, timelines and budget.
02
Get insight you can use
You'll receive clear analysis and practical recommendations to help you move forward with confidence.
Research for social housing providers
With extensive experience in social housing, we understand the importance of listening to residents and translating their feedback into meaningful service improvements.
Support for housing providers in England with the tenant perception surveys used to generate TSM results. We help you understand residents’ experiences and identify priorities through carefully designed research, analysis and reporting.
Understand how residents experience specific services, including repairs, new lettings and complaints handling. Feedback collected after a service interaction can help you monitor delivery, assess contractor performance and investigate recurring issues.
Build a clearer understanding of who lives in your homes and what they need. We help collect and update information about households, communication preferences and support needs so you can plan more responsive services.
Customer, member and employee research
The same need for clear, useful feedback extends beyond housing. We help businesses, membership organisations and other service providers understand the experiences of the people who matter to them.
Discover what customers value, where they encounter difficulties and which aspects of your service need attention.
Understand how members experience your organisation, what they value about membership and where your offer could better meet their needs.
Give employees an opportunity to share their experiences and perspectives, helping you identify issues and opportunities within your organisation.
Our experience includes customer experience research for Five Guys and membership experience surveys for the Chartered Institute of Housing.